5th ed. NABH Accreditation Standards for Hospitals April 2020

Quality Improvement Programme
to Creating Quality Culture in India
Dr J L Meena
General Manager
Hospital Networking & Quality Assurance,
Ayushman Bharat Pradhan Mantri Jan Aarogya
Yojana, National Health Authority – Govt of India

Quality Improvement Programme
to Creating Quality Culture in India
Quality is a Team
Work, Never Achieve
by a Single Person
Quality Never
Improve without
Truth
Jo Aap Ko
Chahiye, Bo
Dusron Ko Do
Quality Coming
from your Heart
Self Assessment
is the Best
Assessment for
Quality
Dr. J. L. Meena
Total 651 Objective Elements
v 102 are in core category which will be
mandatorily assessed during each
assessment,
v 459 are in commitment category which
will be assessed during final
assessment,
v 60 are in achievement category which
will be assessed during surveillance
assessment
v 30 are in excellence category which will
be assessed during re- accreditation.
This will help the healthcare organisation
in step wise progression to mature quality
system covering the full accreditation cycle.

Introduction
The standards provide framework for quality
assurance and quality improvement for hospitals.
The standards focus on patient safety and quality of
care. The standards call for continuous monitoring
of sentinel events and comprehensive corrective
action plan leading to building of quality culture at
all levels and across all the functions.
Dr. J. L. Meena

Outline of NABH Standards
Dr. J. L. Meena
Access,
Assessment and
Continuity of
Care (AAC).
Care of Patients
(COP).
Management of
Medication
(MOM).
Patient Rights
and Education
(PRE).
Hospital
Infection
Control (HIC).
Patient Safety
and Quality
Improvement
(PSQ)
Responsibilities
of Management
(ROM)
Facility
Management
and Safety
(FMS)
Human
Resource
Management
(HRM)
Information
Management
System (IMS)Patient
Centered
Standards
Organisation
Centered
Standards

5
Intent of the chapter
Access Assessment and Continuity of Care (AAC)
Ø Patients are informed of the services provided by the organisation. Only those patients who can be
cared for by the organisation are admitted. Emergency patients receive life-stabilising treatment
and are then either admitted (if resources are available) or transferred appropriately to an
organisation that has the resources to take care of such patients.
Ø Out-patients who do not match the organisation's resources are similarly referred to organisations
that have the required resources.
Ø Patients that match the organisation's resources are admitted using a defined process. Patients
cared for by the organisation undergo an established initial assessment and periodic reassessments.
These assessments result in the formulation of a care plan.
Ø The organisation provides laboratory and imaging services commensurate to its scope of services.
The laboratory and imaging services are provided by competent staff in a safe environment for both
patients and staff.
Ø Patient care is continuous and multidisciplinary.
Ø Transfer and discharge protocols are well defined, with adequate information provided to the
patient.
Dr. J. L. Meena

6
Summary of Standards
Access Assessment and Continuity of Care (AAC)
AAC.1.
The organisation defines and displays the healthcare
services that it provides.
AAC.2.
The organisation has a well-defined registration and
admission process.
AAC.3.
There is an appropriate mechanism for transfer (in
and out) or referral of patients.
AAC.4.
Patients cared for by the organisation undergo an
established initial assessment.
AAC.5.
Patients cared for by the organisation undergo a
regular reassessment.
AAC.6.
Laboratory services are provided as per the scope of
services of the organisation.
AAC.7.
There is an established laboratory quality assurance
programme.
AAC.8.
There is an established laboratory safety
programme.
AAC.9.
Imaging services are provided as per the scope of
services of the organisation.
AAC.10.
There is an established quality assurance
programme for imaging services.
AAC.11.
There is an established safety programme in
imaging services.
AAC.12. Patient care is continuous and multidisciplinary.
AAC.13.
The organisation has an established discharge
process.
AAC.14.
The organisation defines the content of the
discharge summary.
Dr. J. L. Meena

7
AAC 1 - The organisation defines and displays
the healthcare services that it provides.
Dr. J. L. Meena
a) The healthcare services being provided are defined and are in consonance with
the needs of the community.
b) Each defined healthcare service should have diagnostic and treatment services
with suitably qualified personnel who provide out-patient, in-patient and
emergency cover.
c) Scope of the healthcare services of each department is defined.
d) The organisation's defined healthcare services are prominently displayed.
C RE Commitment Achievement Excellence
Objective Elements

8
AAC 2 - The organisation has a well-defined
registration and admission process.
Dr. J. L. Meena
a) The organisation uses written guidance for registering and admitting patients. *
b) A unique identification number is generated at the end of the registration.
c) Patients are accepted only if the organisation can provide the required service.
d) The written guidance also addresses managing patients during non-availability of
beds. *
e) Access to the healthcare services in the organisation is prioritised according to the
clinical needs of the patient. *
C RE Commitment Achievement Excellence
Objective Elements

9
AAC 3 - There is an appropriate mechanism for
transfer (in and out) or referral of patients.
Dr. J. L. MeenaC RE Commitment Achievement Excellence
a. Transfer-in of patients to the organisation is done appropriately. *
b. Transfer- out/referral of patients to another facility is done appropriately. *
c. During transfer or referral, accompanying staff are appropriate to the clinical
condition of the patient.
d. The organisation gives a summary of the patient's condition and the
treatment given.
Objective Elements

10
AAC 4 - Patients cared for by the organisation
undergo an established initial assessment.
a) The initial assessment of the outpatients, day-care, in-patients and emergency patients is
done. *
b) The initial assessment is performed by qualified personnel. *
c) The initial assessment is performed within a time frame based on the needs of the
patient. *
d) Initial assessment of day-care and in-patients includes nursing assessment, which is done
at the time of admission and documented.
e) The initial assessment for in-patients results in a documented care plan.
f) The care plan is countersigned by the clinician-in-charge of the patient within 24 hours.
g) The care plan includes the identification of special needs regarding care following
discharge.
Objective Elements

11
AAC 5 - Patients cared for by the organisation
undergo a regular reassessment.
a) Patients are reassessed at appropriate intervals to determine their response
to treatment and to plan further treatment or discharge.
b) Out-patients are informed of their next follow-up, where appropriate.
c) For in-patients during reassessment, the care plan is monitored and
modified, where found necessary.
d) Staff involved in direct clinical care document reassessments.
e) The organisation lays down guidelines and implements processes to identify
early warning signs of change or deterioration in clinical conditions for
initiating prompt intervention.
Objective Elements

12
AAC 6 - Laboratory services are provided as per
the scope of services of the organisation.
a) Scope of the laboratory services is commensurate to the services provided by the organisation.
b) The infrastructure (physical and equipment) is adequate to provide the defined scope of services.
c) Human resource is adequate to provide the defined scope of services.
d) Qualified and trained personnel perform and supervise the investigations and report the results.
e) Requisition for tests, collection, identification, handling, safe transportation, processing and
disposal of a specimen is performed according to written guidance. *
f) Laboratory results are available within a defined time frame. *
g) Critical results are intimated to the person concerned at the earliest. *
h) Results are reported in a standardised manner.
i) There is a mechanism to address the recall / amendment of reports whenever applicable. *
j) Laboratory tests not available in the organisation are outsourced to the organisation(s) based on
their quality assurance system. *
Objective Elements

13
AAC 7 - There is an established laboratory
quality assurance programme.
a) The laboratory quality assurance programme is implemented. *
b) The programme addresses verification and/or validation of test
methods. *
c) The programme ensures the quality of test results. *
d) The programme includes periodic calibration and maintenance of
all equipment. *
e) The programme includes the documentation of corrective and
preventive actions. *
f) The programme addresses clinicopathological meeting(s)
Objective Elements

14
AAC 8 - There is an established laboratory
safety programme.
a) The laboratory safety programme is implemented. *
b) This programme is aligned with the organisation's safety
programme.
c) Laboratory personnel are appropriately trained in safe
practices.
d) Laboratory personnel are provided with appropriate safety
measures.
Objective Elements

15
AAC 9 - Imaging services are provided as per
the scope of services of the organisation.
a) Imaging services comply with legal and other requirements.
b) Scope of the imaging services is commensurate to the services provided by the organisation.
c) The infrastructure (physical and equipment) and human resources are adequate to provide for its
defined scope of services.
d) Qualified and trained personnel perform, supervise and interpret the investigations.
e) Patients are transported in a safe and timely manner to and from the imaging services *
f) Imaging results are available within a defined time frame. *
g) Critical results are intimated immediately to the personnel concerned. *
h) Results are reported in a standardised manner.
i) There is a mechanism to address the recall / amendment of reports whenever applicable. *
j) Imaging tests not available in the organisation are outsourced to the organisation(s) based on their
quality assurance system. *
Objective Elements

16
AAC 10- There is an established quality
assurance programme for imaging services.
a) The quality assurance programme for imaging services is implemented. *
b) Quality assurance programme includes tests for imaging equipment.
c) Quality assurance programme includes the review of imaging protocols.
d) A system is in place to ensure the appropriateness of the investigations and
procedures for the clinical indication.
e) The programme addresses periodic internal/external peer review of imaging results
using appropriate sampling.
f) The programme addresses the clinico-radiological meeting(s).
g) The programme includes periodic calibration and maintenance of all equipment. *
h) The programme includes the documentation of corrective and preventive actions. *
Objective Elements

17
AAC 11 - There is an established safety
programme in imaging services.
a) The radiation-safety programme is implemented. *
b) This programme is aligned with the organisation's safety programme.
c) Patients are appropriately screened for safety/risk before imaging.
d) Imaging personnel and patients use appropriate radiation safety and
monitoring devices where applicable.
e) Radiation-safety and monitoring devices are periodically tested, and results
are documented. *
f) Imaging and ancillary personnel are trained in imaging safety practices and
radiation-safety measures.
g) Imaging signage is prominently displayed in all appropriate locations.
Objective Elements

18
AAC 12 - Patient care is continuous and
multidisciplinary.
a) During all phases of care, there is a qualified individual identified as responsible for the patient's
care.
b) Patient care is co-ordinated in all care settings within the organisation.
c) Information about the patient's care and response to treatment is shared among medical, nursing
and other care -providers.
d) The Organisation implements standardiszed hand-over communication during each staffing shift,
between shifts and during transfers between units/ departments.
e) Patient transfer within the organisation is done safelyin a safe manner.
f) Referral of patients to other departments/ specialities follow written guidance.
g) The organisation ensures predictable service delivery by adhering to defined timelines and informs
the patient/family and/ or caregiver whenever there is a change in schedule.
h) The organisation has a mechanism in place to monitor whether adequate clinical intervention has
taken place in response to a critical value alert.
Objective Elements

19
AAC 13 - The organisation has an established
discharge process.
Objective Elements
a) The patient's discharge process is planned in consultation with the patient and/or
family.
b) The discharge process is coordinated among various departments and agencies
involved (including medico-legal and absconded cases). *
c) Written guidance governs the discharge of patients leaving against medical advice. *
d) A discharge summary is given to all the patients leaving the organisation (including
patients leaving against medical advice).
e) The organisation adheres to planned discharge.
f) The organisation conforms to the defined timeframe for discharge and makes
continual improvement.

20
AAC 14 - The organisation defines the content of
the discharge summary.
Objective Elements
a) A discharge summary is provided to the patients at the time of discharge.
b) Discharge summary contains the patient's name, unique identification number, name of
the treating doctor, date of admission and date of discharge
c) Discharge summary contains the reasons for admission, significant findings and diagnosis
and the patient's condition at the time of discharge.
d) Discharge summary contains information regarding investigation results, any procedure
performed, medication administered, and other treatment given.
e) Discharge summary contains follow-up advice, medication and other instructions in an
understandable manner.
f) Discharge summary incorporates instructions about when and how to obtain urgent care.
g) In case of death, the summary of the case also includes the cause of death.

21
Care of Patients (COP)
Ø The organisation provides uniform care to all patients in various settings. The settings include care provided in
outpatient units, day care facilities, in-patient units including critical care units, procedure rooms and
operation theatre. When similar care is provided in these different settings, care delivery is uniform. Written
guidance, applicable laws and regulations guide emergency and ambulance services, cardio-pulmonary
resuscitation, use of blood and blood components, care of patients in the critical care and high dependency
units.
Ø Written guidance, applicable laws and regulations also guide the care of patients who are at higher risk of
morbidity/mortality, high-risk obstetric patients, paediatric patients, patients undergoing procedural sedation,
administration of anaesthesia, patients undergoing surgical procedures and end of life care.
Ø Pain management, nutritional therapy and rehabilitative services are also addressed to provide
comprehensive health care.
Ø The management should have written guidelines for organ donation and procurement. The transplant
programme ensures that it has the right skill mix of staff and other related support systems to ensure safe and
high quality of care.
Ø The standards aim to guide and encourage patient safety as the overarching principle for providing care to
patients.

22
Care of Patients (COP)
COP.1.
Uniform care to patients is provided in all settings of the organisation and
is guided by written guidance, and the applicable laws and regulations.
COP.2.
Emergency services are provided in accordance with written guidance,
applicable laws and regulations.
COP.3.
Ambulance services ensure safe patient transportation with appropriate
care.
COP.4.
The organisation plans and implements mechanisms for the care of
patients during community emergencies, epidemics and other disasters.
COP.5.
Cardio-pulmonary resuscitation services are provided uniformly across the
organisation.
COP.6.
Nursing care is provided to patients in the organisation in consonance with
clinical protocols.
COP.7. Clinical procedures are performed safely.
COP.8.
Transfusion services are provided as per the scope of services of the
organisation, safely.
COP.9.
The organisation provides care in intensive care and high dependency
units in a systematic manner.
COP.10. Organisation provides safe obstetric care.
COP.11. Organisation provides safe paediatric services.
COP.12. Procedural sedation is provided consistently and safely.
COP.13.
Anaesthesia services are provided in a consistent and safe
manner.
COP.14. Surgical services are provided in a consistent and safe manner.
COP.15. The organ transplant programme is carried out safely.
COP.16.
The organisation identifies and manages patients who are at
higher risk of morbidity/mortality.
COP.17. Pain management for patients is done in a consistent manner.
COP.18.
Rehabilitation services are provided to the patients in a safe,
collaborative and consistent manner.
COP.19.
Nutritional therapy is provided to patients consistently and
collaboratively.
COP.20.
End of life care is provided in a compassionate and considerate
manner.

23
COP 1 - Uniform care to patients is provided in all
settings of the organisation and is guided by written
guidance, and the applicable laws and regulations.
Objective Elements
a) Uniform care is provided following written guidance. *
b) The organisation has a uniform process for identification of patients and at a minimum, uses two
identifiers.
c) Care shall be provided in consonance with applicable laws and regulations.
d) The organisation adapts evidence-based clinical practice guidelines and/or clinical protocols to
guide uniform patient care.
e) Clinical care pathways are developed, consistently followed across all settings of care, and reviewed
periodically.
f) Care delivery is uniform for a given clinical condition when similar care is provided in more than one
setting. *
g) Multi-disciplinary and multi-speciality care, where appropriate, is planned based on best clinical
practices/clinical practice guidelines and delivered in a uniform manner across the organisation.
h) Telemedicine facility is provided safely and securely based on written guidance. *

24
COP 2 - Emergency services are provided in
accordance with written guidance, applicable
laws and regulations.
Objective Elements
a) There shall be an identified area in the organisation which is easily accessible to receive and manage
emergency patients, with adequate and appropriate resources.
b) Prevention of patient over-crowding is planned, and crowd management measures are implemented.
c) Emergency care is provided in consonance with statutory requirements and in accordance with the written
guidance. *
d) The organisation manages medico-legal cases in accordance with statutory requirements. *
e) Initiation of appropriate care is guided by a system of triage. *
f) Patients waiting in the emergency are reassessed as appropriate for change in status.
g) Admission, discharge to home, or transfer to another organisation is documented.
h) In case of discharge to home or transfer to another organisation, a discharge/ transfer note shall be given to
the patient.
i) The organisation shall implement a quality assurance programme. *
j) The organisation has systems in place for the management of patients found dead on arrival and patients
who die within a few minutes of arrival *

25
COP 3 - Ambulance services ensure safe patient
transportation with appropriate care
Objective Elements
a) The organisation has access to ambulance services commensurate with the scope of the
services provided by it.
b) There are adequate access and space for the ambulance(s).
c) The ambulance(s) is fit for purpose and is appropriately equipped.
d) The ambulance(s) is operated by trained personnel.
e) The ambulance(s) is checked daily.
f) Equipment is checked daily using a checklist. *
g) A mechanism is in place to ensure that emergency medications are available in the
ambulance.
h) The ambulance(s) has a proper communication system.*
i) The emergency department identifies opportunities to initiate treatment at the earliest
when the patient is in transit to the organisation.

26
COP 4 - The organisation plans and implements
mechanisms for the care of patients during community
emergencies, epidemics and other disasters.
Objective Elements
a) The organisation identifies potential community emergencies,
epidemics and other disasters.*
b) The organisation manages community emergencies, epidemics and
other disasters as per a documented plan.*
c) Provision is made for availability of medical supplies, equipment
and materials during such emergencies.
d) The plan is tested at least twice a year.

27
COP 5 - Cardio-pulmonary resuscitation
services are provided uniformly across the
organisation.
Objective Elements
a) Resuscitation services are available to patients at all times.
b)During cardio-pulmonary resuscitation, assigned roles and responsibilities are
complied with.
c) Equipment and medications for use during cardio-pulmonary resuscitation are
available in various areas of the organisation.
d)The events during cardio-pulmonary resuscitation are recorded.
e) A multidisciplinary committee does a post-event analysis of cardiopulmonary
resuscitations.
f) Corrective and preventive measures are taken based on the post-event
analysis.

28
COP 6 - Nursing care is provided to patients in
the organisation in consonance with clinical
protocols.
Objective Elements
a) Nursing care is provided to patients in accordance with written guidance. *
b) The organisation develops and implements nursing clinical practice guidelines reflecting
current standards of practice. *
c) Assignment of patient care is done as per current good clinical/ nursing practice
guidelines.
d) The organisation implements acuity-based staffing to improve patient outcomes.
e) Nursing care is aligned and integrated with overall patient care.
f) Care provided by nurses is documented in the patient record.
g) Nurses are provided with appropriate and adequate equipment for providing safe and
efficient nursing care.
h) Nurses are empowered to make patient care decisions within their scope of practice.

29
COP 7 - Clinical procedures are performed in a
safe manner.
Objective Elements
a) Procedures are performed based on the clinical needs of the patient.
b)Performance of various clinical procedures is based on written guidance. *
c) Qualified personnel order, plan, perform and assist in performing procedures.
d)Care is taken to prevent adverse events like a wrong patient, wrong procedure
and wrong site. *
e) Informed consent is taken by the personnel performing the procedure, where
applicable.
f) The procedure is done adhering to standard precautions.
g) Patients are appropriately monitored during and after the procedure.
h)Procedures are documented accurately in the patient record.

30
COP 8 - Transfusion services are provided as
per the scope of services of the organisation,
safely.
Objective Elements
a) Scope of transfusion services is commensurate with the services provided by the
organisation.
b) Transfusion of blood and blood components is done safely. *
c) Blood and blood components are used rationally. *
d) Informed consent is obtained for transfusion of blood and blood components.
e) Informed consent also includes patient and family education about the donation.
f) Blood/blood components are available for use in emergency situations within a defined
time-frame. *
g) Post-transfusion form is collected, reactions if any identified and are analysed for
preventive and corrective actions.
h) The organisation shall implement a quality assurance programme. *

31
COP 9 - The organisation provides care in
intensive care and high dependency units in a
systematic manner.
Objective Elements
a) Care of patients in intensive care and high dependency units is provided based on written
guidance. *
b) The defined admission and discharge criteria for intensive care and high dependency units
are implemented. *
c) Adequate staff and equipment are available.
d) The organisation endeavours to upgrade its physical infrastructure to meet national and
international guidelines.
e) Defined procedures for the situation of bed shortages are followed. *
f) Infection control practices are followed. *
g) The organisation shall implement a quality assurance programme. *
h) The organisation has a mechanism to counsel the patient and/or family periodically.

32
COP 10 - Organisation provides safe
obstetric care.
Objective Elements
a) Obstetric services are organised and provided safely. *
b) The organisation identifies and, provides care to high-risk obstetric cases,
and where needed, refers them to another appropriate centre.
c) Persons caring for high-risk obstetric cases are competent.
d) Ante-natal services are provided. *
e) Obstetric patient's assessment also includes maternal nutrition.
f) Appropriate peri-natal and post-natal monitoring is performed.
g) The organisation caring for high-risk obstetric cases has the facilities to take
care of neonates of such cases.

33
COP 11 - Organisation provides safe paediatric
services.
Objective Elements
a) Paediatric services are organised and provided safely. *
b) Neonatal care is in consonance with the national/ international guidelines. *
c) Those who care for children have age-specific competency.
d) Provisions are made for special care of children.
e) Paediatric assessment includes growth, developmental and immunisation
assessment.
f) The organisation has measures in place to prevent child/neonate abduction
and abuse. *
g) The child's family members are educated about nutrition, immunisation and
safe parenting.

34
COP 12 - Procedural sedation is provided in a
consistent and safe manner.
Objective Elements
a) Procedural sedation is administered in a consistent manner *
b) Informed consent for administration of procedural sedation is obtained.
c) Competent and trained persons administer sedation.
d) The person monitoring sedation is different from the person performing the procedure.
e) Intra-procedure monitoring includes at a minimum the heart rate, cardiac rhythm,
respiratory rate, blood pressure, oxygen saturation, and level of sedation.
f) Patients are monitored after sedation, and the same is documented.
g) Criteria are used to determine the appropriateness of discharge from the
observation/recovery area. *
h) Equipment and workforce are available to manage patients who have gone into a deeper
level of sedation than initially intended.

35
COP 13 - Anaesthesia services are provided in a
Objective Elements
a) Anaesthesia services are provided in a consistent manner*
b) The pre-anaesthesia assessment results in the formulation of an anaesthesia plan which is
documented.
c) A pre-induction assessment is performed and documented.
d) The anaesthesiologist obtains informed consent for administration of anaesthesia.
e) During anaesthesia, monitoring includes regular recording of temperature, heart rate, cardiac
rhythm, respiratory rate, blood pressure, oxygen saturation and end- tidal carbon dioxide.
f) Patient's post-anaesthesia status is monitored and documented.
g) The anaesthesiologist applies defined criteria to transfer the patient from the recovery area. *
h) The type of anaesthesia and anaesthetic medications used are documented in the patient record.
i) Procedures shall comply with infection control guidelines to prevent cross- infection between
patients.
j) Intraoperative adverse anaesthesia events are recorded and monitored.

36
COP 14 - Surgical services are provided in a
Objective Elements
a) Surgical services are provided in a consistent and safe manner. *
b) Surgical patients have a preoperative assessment, a documented pre-operative diagnosis, and pre-
operative instructions are provided before surgery.
c) Informed consent is obtained by a surgeon before the procedure.
d) Care is taken to prevent adverse events like the wrong site, wrong patient and wrong surgery. *
e) An operative note is documented before transfer out of patient from recovery.
f) Postoperative care is guided by a documented plan.
g) Patient, personnel and material flow conform to infection control practices.
h) Appropriate facilities, equipment, instruments and supplies are available in the operating theatre.
i) The organisation shall implement a quality assurance programme. *
j) The quality assurance programme includes surveillance of the operation theatre environment. *

37
COP 15 - The organ transplant programme is
carried out safely.
Objective Elements
a) The organ transplant program shall be in consonance with the
legal requirements and shall be conducted ethically.
b) Care of transplant patients is guided by clinical practice
guidelines. *
c) The organisation ensures education and counselling of recipient
and donor through trained/qualified counsellors before organ
transplantation.
d) The organisation shall take measures to create awareness
regarding organ donation.

38
COP 16- The organisation identifies and
manages patients who are at higher risk of
morbidity/ mortality.
Objective Elements
a) The organisation identifies and manages vulnerable patients. *
b) The organisation provides for a safe and secure environment for the
vulnerable patient.
c) The organisation identifies and manages patients who are at a risk of fall.*
d) The organisation identifies and manages patients who are at risk of
developing/worsening of pressure ulcers.*
e) The organisation identifies and manages patients who are at risk of
developing deep vein thrombosis.*
f) The organisation identifies and manages patients who need restraints. *

39
COP 17 - Pain management for patients is done
in a consistent manner.
Objective Elements
a) Patients in pain are effectively managed. *
b) Patients are screened for pain.
c) Patients with pain undergo detailed assessment and
periodic reassessment.
d) Pain alleviation measures or medications are initiated and
titrated according to the patient's need and response.

40
COP 18 - Rehabilitation services are provided to
the patients in a safe, collaborative and
consistent manner.
Objective Elements
a) Scope of the rehabilitation services at a minimum is commensurate to the
services provided by the organisation.
b)Rehabilitation services are provided in a consistent manner.
c) Care providers collaboratively plan rehabilitation services.
d)There are adequate space and equipment to provide rehabilitation.
e) Care is guided by functional assessment and periodic re-assessments which
are done and documented.
f) Care is provided adhering to infection control and safety practices.
g) Care pathways are developed, implemented, and reviewed periodically.

41
COP 19 - Nutritional therapy is provided to
patients consistently and collaboratively.
Objective Elements
a) Patients admitted to the organisation are screened for nutritional
risk. *
b) Nutritional assessment is done for patients found at risk during
nutritional screening.
c) The therapeutic diet is planned and provided collaboratively.
d) Patients receive food according to the written order for the diet.
e) When family provides food, they are educated about the patient's
diet limitations.

42
COP 20 - End-of-life-care is provided in a
compassionate and considerate manner.
Objective Elements
a) End-of-life care is provided in a consistent manner in the
organisation. *
b) A multi-professional approach is used to provide end-of-life care.
c) End-of-life care is in consonance with the legal requirements.
d) End of life care also addresses the identification of the unique
needs of such patient and family.
e) Symptomatic treatment is provided and where appropriate
measures are taken for the alleviation of pain.

43
Intent of the chapter:
Management of Medication (MOM)
Ø The organisation has a safe and organised medication process. The availability, safe storage, prescription,
dispensing and administration of medications is governed by written guidance.
Ø The pharmacy should have oversight of all medications stocked out of the pharmacy. The pharmacy should
ensure correct storage (as regards to temperature, light; high-risk medications including look-alike, sound-
alike, etc.), expiry dates and maintenance of documentation.
Ø The availability of emergency medication is stressed upon. The organisation should have a mechanism to
ensure that the emergency medications are standardised throughout the organisation, readily available and
replenished promptly. There should be a monitoring mechanism to ensure that the required medications are
always stocked and well within expiry dates.
Ø Every high-risk medication order should be verified by an appropriate person to ensure accuracy of the dose,
frequency and route of administration. Safety is paramount when using narcotics, chemotherapeutic agents
and radioactive agents.
Ø The process also includes monitoring of patients after administration and procedures for reporting and
analysing near-misses, medication errors and adverse drug reactions.
Ø Medications also include blood, implants and devices. Medical supplies and consumables are available for
use.

44
Management of Medication (MOM)
MOM.1. Pharmacy services and usage of medication is done safely.
MOM.2. The organisation develops, updates and implements a hospital formulary.
MOM.3. Medications are stored appropriately and are available where required.
MOM.4. Medications are prescribed safely and rationally.
MOM.5. Medication orders are written in a uniform manner.
MOM.6. Medications are dispensed in a safe manner.
MOM.7. Medications are administered safely.
MOM.8. Patients are monitored after medication administration.
MOM.9.
Narcotic drugs and psychotropic substances, chemotherapeutic agents and radioactive agents
are used safely.
MOM.10. Implantable prosthesis and medical devices are used in accordance with laid down criteria.
MOM.11. Medical supplies and consumables are stored appropriately and are available where required.

45
MOM 1 - Pharmacy services and usage of
medication is done safely.
Objective Elements
a) Pharmacy services and medication usage are implemented following written
guidance. *
b) A multidisciplinary committee guides the formulation and implementation of
pharmacy services and medication usage.
c) There is a mechanism in place to facilitate the multidisciplinary committee to
monitor literature reviews and best practice information on medication
management and use the information to update medication management
processes.
d) There is a procedure to obtain medication when the pharmacy is closed. *
e) The organisation has a mechanism to inform relevant staff of key changes in
pharmacy services and medication usage to ensure uninterrupted and safe care.

46
MOM 2 - The organisation develops, updates
and implements a hospital formulary.
Objective Elements
a) A list of medications appropriate for the patients and as per the scope of the
organisation's clinical services is developed collaboratively by the multidisciplinary
committee.
b) The list is reviewed and updated collaboratively by the multidisciplinary committee
at least annually.
c) The current formulary is available for clinicians to refer to.
d) The clinicians adhere to the current formulary.
e) The organisation adheres to the procedure for the acquisition of formulary
medications. *
f) The organisation adheres to the procedure to obtain medications not listed in the
formulary. *

47
Mom 3 - Medications are stored appropriately
and are available where required.
Objective Elements
a) Medications are stored in a clean, safe and secure environment; and incorporating the
manufacturer's recommendation(s).
b) Sound inventory control practices guide storage of the medications throughout the
organisation.
c) The organisation defines a list of high-risk medication(s). *
d) High-risk medications are stored in areas of the organisation where it is clinically necessary.
e) High-risk medications including look-alike, sound-alike medications and different
concentrations of the same medication are stored physically apart from each other. *
f) The list of emergency medications is defined and is stored uniformly. *
g) Emergency medications are available all the time and are replenished promptly when used.

48
Mom 4 - Medications are prescribed safely and
rationally.
Objective Elements
a) Medication prescription is in consonance with good practices/guidelines for the rational
prescription of medications. *
b) The organisation adheres to the determined minimum requirements of a prescription. *
c) Drug allergies and previous adverse drug reactions are ascertained before prescribing.
d) The organisation has a mechanism to assist the clinician in prescribing appropriate
medication.
e) Implementation of verbal orders ensures safe medication management practices. *
f) Audit of medication orders/prescription is carried out to check for safe and rational
prescription of medications.
g) Corrective and/or preventive action(s) is taken based on the audit, where appropriate.
h) Reconciliation of medications occurs at transition points of patient care.

49
Mom 5 - Medications orders are written in a
uniform manner.
Objective Elements
a) The organisation ensures that only authorised personnel write
orders. *
b) Medication orders are written in a uniform location in the medical
records, which also reflects the patient's name and unique
identification number.
c) Medication orders are legible, dated, timed and signed.
d) Medication orders contain the name of the medicine, route of
administration, strength to be administered and frequency/time of
administration.

50
Mom 6 - Medications are dispensed in a safe
manner.
Objective Elements
a) Dispensing of medications is done safely. *
b) Medication recalls are handled effectively. *
c) Near-expiry medications are handled effectively. *
d) Dispensed medications are labelled. *
e) High-risk medication orders are verified before dispensing.
f) Return of medications to the pharmacy is addressed. *

51
Mom 7 - Medications are administered safely.
Objective Elements
a) Medications are administered by those who are permitted by law to do so.
b) Prepared medication is labelled before preparation of a second drug.
c) The patient is identified before administration.
d) Medication is verified from the medication order and physically inspected before administration.
e) Strength is verified from the order before administration.
f) The route is verified from the order before administration.
g) Timing is verified from the order before administration.
h) Measures to avoid catheter and tubing mis-connections during medication administration are
implemented. *
i) Medication administration is documented.
j) Measures to govern patient's self-administration of medications are implemented. *
k) Measures to govern patient's medications brought from outside the organisation are
implemented. *

52
Mom 8 - Patients are monitored after medication
administration.
Objective Elements
a) Patients are monitored after medication administration. *
b) Medications are changed where appropriate based on the monitoring.
c) The organisation captures near miss, medication error and adverse drug
reaction. *
d) Near miss, medication error and adverse drug reaction are reported within
a specified time frame. *
e) Near miss, medication error and adverse drug reaction are collected and
analysed.
f) Corrective and/or preventive action(s) are taken based on the analysis.

53
Mom 9 - Narcotic drugs and psychotropic
substances, chemotherapeutic agents and
radioactive agents are used in a safe manner.
Objective Elements
a) Narcotic drugs and psychotropic substances, chemotherapeutic agents and
radioactive agents are used safely. *
b) Narcotic drugs and psychotropic substances, chemotherapeutic agents and
radioactive agents are prescribed by appropriate caregivers.
c) Narcotic drugs and psychotropic substances, chemotherapeutic agents and
radioactive agents drugs are stored securely.
d) Chemotherapy and radioactive agents are prepared properly and safely and
administered by qualified personnel.
e) A proper record is kept of the usage, administration and disposal of narcotic drugs
and psychotropic substances, chemotherapeutic agents and radioactive agents.

54
MOM 10 - Implantable prosthesis and medical
devices are used in accordance with laid down
criteria.
Objective Elements
a) Usage of the implantable prosthesis and medical devices is guided by scientific
criteria for each item and national/international recognised guidelines/ approvals
for such specific item(s).
b) The organisation implements a mechanism for the usage of the implantable
prosthesis and medical devices. *
c) Patient and his/her family are counselled for the usage of the implantable
prosthesis and medical device, including precautions if any.
d) The batch and the serial number of the implantable prosthesis and medical
devices are recorded in the patient's medical record, the master logbook and the
discharge summary.
e) Recall of implantable prosthesis and medical devices are handled effectively. *

55
MOM 11 - Medical supplies and consumables are
stored appropriately and are available where
required.
Objective Elements
a) The organisation adheres to the defined process for the acquisition of
medical supplies and consumables. *
b)Medical supplies and consumables are used in a safe manner, where
appropriate.
c) Medical supplies and consumables are stored in a clean, safe and secure
environment; and incorporating the manufacturer's recommendation(s).
d)Sound inventory control practices guide storage of medical supplies and
consumables
e) There is a mechanism in place to verify the condition of medical supplies and
consumables

56
Intent of the chapter:
Patient Rights and Education (PRE)
Ø The organisation defines, protects and promotes the patient and family's rights and
responsibilities. The staff is aware of these rights and is trained to protect them. Patients
are informed of their rights and educated about their responsibilities at the time of
entering the organisation.
Ø The expected costs of treatment and care are explained clearly to the patient and/or family.
Patients are educated about the mechanisms available for addressing grievances.
Ø Informed consent is obtained from the patient or family for specified procedures/care. The
key components of information shall include risks, benefits and alternatives.
Ø Patients and families have a right to get information and education about their healthcare
needs in a language and manner that is understood by them.
Ø The organisation develops effective patient-centred communication.

57
Patient Rights and Education (PRE)
Objective Elements
PRE.1.
The organisation protects and promotes patient and family rights and informs them about their
responsibilities during care.
PRE.2.
Patient and family rights support individual beliefs, values and involve the patient and family in
decision-making processes.
PRE.3.
The patient and/or family members are educated to make informed decisions and are involved in
the care planning and delivery process.
PRE.4. Informed consent is obtained from the patient or family about their care.
PRE.5. Patient and families have a right to information and education about their healthcare needs.
PRE.6. Patients and families have a right to information on expected costs.
PRE.7. The organisation has a mechanism to capture patient's feedback and to redress complaints.
PRE.8. The organisation has a system for effective communication with patients and/or families.

58
PRE 1 - The organisation protects and promotes
patient and family rights and informs them about
their responsibilities during care
Objective Elements
a) Patient and family rights and responsibilities are documented, displayed and
they are made aware of the same. *
b) Patient and family rights and responsibilities are actively promoted. *
c) The organisation protects patient and family rights.
d) The organisation has a mechanism to report a violation of patient and family
rights.
e) Violation of patient and family rights are monitored, analysed, and
corrective/preventive action taken by the top leadership of the organisation.

59
PRE – 2 Patient and family rights support
individual beliefs, values and involve the patient
and family in decision-making processes.
Objective Elements
a) Patients and family rights include respecting values and beliefs, any special preferences, cultural needs, and responding
to requests for spiritual needs.
b) Patient and family rights include respect for personal dignity and privacy during examination, procedures and treatment.
c) Patient and family rights include protection from neglect or abuse.
d) Patient and family rights include treating patient information as confidential.
e) Patient and family rights include the refusal of treatment.
f) Patient and family rights include a right to seek an additional opinion regarding clinical care.
g) Patient and family rights include informed consent before the transfusion of blood and blood components, anaesthesia,
surgery, initiation of any research protocol and any other invasive/high-risk procedures/treatment.
h) Patient and family rights include a right to complain and information on how to voice a complaint.
i) Patient and family rights include information on the expected cost of the treatment.
j) Patient and family rights include access to their clinical records.
k) Patient and family rights include information on the name of the treating doctor, care plan, progress and information on
their health care needs.
l) Patient rights include determining what information regarding their care would be provided to self and family.

60
PRE 3 - The patient and/or family members are educated
to make informed decisions and are involved in the care
planning and delivery process.
Objective Elements
a) The Patient and/or family members are explained about the proposed care, including the
risks, alternatives and benefits.
b) The patient and/or family members are explained about the expected results.
c) The patient and/or family members are explained about the possible complications.
d) The care plan is prepared and modified in consultation with the patient and/or family
members.
e) The patient and/or family members are informed about the results of diagnostic tests and
the diagnosis.
f) The patient and/or family members are explained about any change in the patient's
condition in a timely manner.
g) The patient and/or family members are provided multi-disciplinary counselling when
appropriate.

61
PRE 4 - Informed consent is obtained from the
patient or family about their care.
Objective Elements
a) The organisation obtains informed consent from the patient or family for
situations where informed consent is required. *
b) Informed consent process adheres to statutory norms.
c) Informed consent includes information regarding the procedure; it's risks,
benefits, alternatives and as to who will perform the procedure in a
language that they can understand.
d) The organisation describes who can give consent when a patient is
incapable of independent decision making and implements the same. *
e) Informed consent is taken by the person performing the procedure.

62
PRE 5 - Patient and families have a right to
information and education about their
healthcare needs.
Objective Elements
a) Patient and/or family are educated in a language and format that they can understand.
b) Patient and/or family are educated about the safe and effective use of medication and the
potential side effects of the medication, when appropriate.
c) Patient and/or family are educated about food-drug interaction
d) Patient and/or family are educated about diet and nutrition.
e) Patient and/or family are educated about immunisations.
f) Patient and/or family are educated on various pain management techniques, when appropriate.
g) Patient and/or family are educated about their specific disease process, complications and
prevention strategies.
h) Patient and/or family are educated about preventing healthcare associated infections.
i) The patients and/or family members' special educational needs are identified and addressed.

63
PRE 6 - Patients and families have a right to
information on expected costs.
Objective Elements
a)The patient and/or family members are made aware of the pricing
policy in different settings (out-patient, emergency, ICU and
inpatient).
b)The relevant tariff list is available to patients.
c)The patient and/or family members are explained about the
expected costs.
d)Patient and/or family are informed about the financial implications
when there is a change in the care plan.

64
PRE 7 - The organisation has a mechanism to
capture patient's feedback and to redress
complaints.
Objective Elements
a) The organisation has a mechanism to capture feedback from patients, which
includes patient satisfaction.
b)The organisation has a mechanism to capture patient experience.
c) The organisation redress patient complaints as per the defined mechanism. *
d)Patient and/or family members are made aware of the procedure for giving
feedback and/or lodging complaints.
e) Feedback and complaints are reviewed and/or analysed within a defined time
frame.
f) Corrective and/or preventive action(s) are taken based on the analysis where
appropriate.

65
PRE 8 - The organisation has a system for
effective communication with patients and/or
families.
Objective Elements
a)Communication with the patients and/or families is done effectively. *
b)The organisation shall identify special situations where enhanced
communication with patients and/or families would be required. *
c)Enhanced communication with the patients and/or families is done
effectively. *
d)The organisation ensures that there is no unacceptable communication.
e)The organisation has a system to monitor and review the
implementation of effective communication.

66
Intent of the Chapter
Hospital Infection Control (HIC)
Ø The organisation implements an effective healthcare associated infection prevention and
control programme. The programme is documented and aims at reducing/eliminating
infection risks to patients, visitors and providers of care. The programme is implemented
across the organisation, including clinical areas and support services.
Ø The organisation provides proper facilities and adequate resources to support the infection
prevention and control programme. The organisation measures and acts to prevent or
reduce the risk of healthcare associated infection in patients and staff.
Ø The organisation has an effective antimicrobial management programme through regularly
updated antibiotic policy based on local data and monitors its implementation. Programme
also includes monitoring of antimicrobials usage in the organisation.
Ø Surveillance activities are incorporated in the infection prevention and control programme.
The programme includes disinfection/sterilisation activities and biomedical waste (BMW)
management.

67
Hospital Infection Control (HIC)
HIC.1.
The organisation has a comprehensive and coordinated Hospital Infection Prevention and Control
(HIC) programme aimed at reducing/eliminating risks to patients, visitors, providers of care and
community.
HIC.2. The organisation provides adequate and appropriate resources for infection prevention and control.
HIC.3. The organisation implements the infection prevention and control programme in clinical areas.
HIC.4. The organisation implements the infection prevention and control programme in support services.
HIC.5. The organisation takes actions to prevent healthcare associated Infections (HAI) in patients.
HIC.6.
The organisation performs surveillance to capture and monitor infection prevention and control
data.
HIC.7.
Infection prevention measures include sterilization and/or disinfection of instruments, equipment
and devices.
HIC.8. The organisation takes action to prevent or reduce healthcare associated infections in its staff.

68
HIC 1 - The organisation has a comprehensive and
coordinated Hospital Infection Prevention and Control
(HIC) programme aimed at reducing/ eliminating risks to
patients, visitors, providers of care and community.
a) The hospital infection prevention and control programme is documented, which aims at preventing and
reducing the risk of healthcare associated infections in the hospital. *
b) The hospital infection prevention and control programme identifies high-risk activities, and has written
guidance to prevent and manage infections for these activities.*
c) The infection prevention and control programme is reviewed and updated at least once a year.
d) The infection prevention and control programme is reviewed based on infection control assessment tool.
e) The organisation has a multi-disciplinary infection control committee, which coordinates all infection
prevention and control activities. *
f) The organisation has an infection control team, which coordinates the implementation of all infection
prevention and control activities. *
g) The organisation has designated infection control officer as part of the infection control team. *
h) The organisation has designated infection control nurse(s) as part of the infection control team. *
i) The organisation implements information, education and communication programme for infection
prevention and control activities for the community.
j) The organisation participates in managing community outbreaks.
Objective Elements

69
HIC 2 - The organisation provides adequate and
appropriate resources for infection prevention
and control.
Objective Elements
a) The management makes available resources required for the infection
control programme.
b) The organisation earmarks adequate funds from its annual budget in this
regard.
c) Adequate and appropriate personal protective equipment, soaps, and
disinfectants are available and used correctly.
d) Adequate and appropriate facilities for hand hygiene in all patient-care areas
are accessible to healthcare providers.
e) Isolation/barrier nursing facilities are available.

70
HIC 3 - The organisation implements the
infection prevention and control programme in
clinical areas.
Objective Elements
a) The organisation adheres to standard precautions at all times. *
b) The organisation adheres to hand-hygiene guidelines. *
c) The organisation adheres to transmission-based precautions. *
d) The organisation adheres to safe injection and infusion practices. *
e) Appropriate antimicrobial usage policy is established and documented *
f) The organisation implements the antimicrobial usage policy and monitors
the rational use of antimicrobial agents.
g) The organisation implements an antibiotic stewardship programme. *

71
HIC 4 - The organisation implements the
infection prevention and control programme in
support services.
Objective Elements
a) The organisation has appropriate engineering controls to prevent
infections. *
b) The organisation designs and implements a plan to reduce the risk of
infection during construction and renovation. *
c) The organisation adheres to housekeeping procedures. *
d) Biomedical waste (BMW) is handled appropriately and safely.
e) The organisation adheres to laundry and linen management processes. *
f) The organisation adheres to kitchen sanitation and food-handling issues. *

72
HIC 5 - The organisation takes actions to prevent
healthcare associated infections (HAI) in
patients.
Objective Elements
a) The organisation takes action to prevent catheter-associated
urinary tract Infections.
b) The organisation takes action to prevent infection-related
ventilator associated complication/ventilator-associated
pneumonia.
c) The organisation takes action to prevent catheter linked blood
stream infections.
d) The organisation takes action to prevent surgical site infections.

73
HIC 6 - The organisation performs surveillance
to capture and monitor infection prevention and
control data.
Objective Elements
a) The scope of surveillance incorporates tracking and analysing of infection risks, rates and
trends.
b) Verification of data is done regularly by the infection control team.
c) Surveillance is directed towards the identified high-risk activities.
d) Surveillance includes monitoring compliance with hand-hygiene guidelines.
e) Surveillance includes mechanisms to capture the occurrence of multi-drug- resistant
organisms and highly virulent infections.
f) Surveillance includes monitoring the effectiveness of housekeeping services.
g) Feedback regarding surveillance data is provided regularly to the appropriate health care
provider.
h) The organisation identifies and takes appropriate action to control outbreaks of infections.
i) Surveillance data is analysed, and appropriate corrective and preventive actions are taken.

74
HIC 7 - Infection prevention measures include
sterilisation and/or disinfection of instruments,
equipment and devices.
Objective Elements
a) The organisation provides adequate space and appropriate zoning for
sterilisation activities.
b) Cleaning, packing, disinfection and/or sterilisation, storing and the issue of
items is done as per the written guidance. *
c) Reprocessing of single-use instruments, equipment and devices are done as
per written guidance. *
d) Regular validation tests for sterilisation are carried out and documented. *
e) The established recall procedure is implemented when a breakdown in the
sterilisation system is identified. *

75
HIC 8 - The organisation takes action to
prevent or reduce healthcare associated
infections in its staff.
Objective Elements
a) The organisation implements occupational health and safety practices to
reduce the risk of transmitting microorganisms among health care
providers.
b) The organisation implements an immunisation policy for its staff. *
c) The organisation implements work restrictions for health care providers
with transmissible infections.
d) The organisation implements measures for blood and body fluid exposure
prevention.
e) Appropriate post-exposure prophylaxis is provided to all staff members
concerned. *

76
Patient Safety and Quality Improvement (PSQ)
Ø The standards encourage an environment of patient safety and continual quality
improvement. The patient safety and quality programme should be documented and
involve all areas of the organisation and all staff members.
Ø National/international patient-safety goals/solutions are implemented.
Ø The organisation should collect data on structures, processes and outcomes, especially in
areas of high-risk situations. The collected data should be collated, analysed and used for
further improvements. Appropriate quality tools shall be used for carrying out quality
improvement activities. Clinical audits shall be used as a tool to improve the quality of
patient care. The improvements should be sustained. Department leaders play an active
role in patient safety and quality improvement.
Ø The organisation should have a robust incident reporting system. Sentinel events shall be
defined. All incidents are investigated, and appropriate action is taken.
Ø The management should support the patient safety and quality programme.

77
Patient Safety and Quality Improvement (PSQ)
PSQ.1. The organisation implements a structured patient-safety programme.
PSQ.2.
The organisation implements a structured quality improvement and continuous monitoring
programme.
PSQ.3.
The organisation identifies key indicators to monitor the structures, processes and outcomes,
which are used as tools for continual improvement.
PSQ.4. The organisation uses appropriate quality improvement tools for its quality improvement activities.
PSQ.5. There is an established system for clinical audit.
PSQ.6. The patient safety and quality improvement programme are supported by the management.
PSQ.7. Incidents are collected and analysed to ensure continual quality improvement.

78
PSQ 1 The organisation implements a structured
patient-safety programme.
Objective Elements
a) The patient-safety programme is developed, implemented and maintained by a multi-disciplinary safety
committee. *
b) The patient-safety programme is comprehensive and covers all the major elements related to patient safety.
c) The programme covers incidents ranging from "no harm" to "sentinel events".
d) Designated patient safety officer(s) coordinates implementation of the patient- safety programme.
e) Designated clinical safety officer(s) coordinates implementation of the clinical aspects of the patient-safety
programme.
f) The patient-safety programme identifies opportunities for improvement based on the review at pre-defined
intervals.
g) The organisation performs proactive analysis of patient safety risks and makes improvements accordingly.
h) The patient-safety programme is reviewed and updated at least once a year.
i) The organisation adapts and implements national/international patient-safety goals/solutions.

79
PSQ 2 - The organisation implements a
structured quality improvement and continuous
monitoring programme.
Objective Elements
a) The quality improvement programme is developed, implemented and maintained by a multi-
disciplinary committee.*
b) The quality improvement programme is comprehensive and covers all the major elements related
to quality assurance.*
c) The quality improvement programme improves process efficiency and effectiveness.
d) There is a designated individual for coordinating and implementing the quality improvement
programme.*
e) The quality improvement programme identifies opportunities for improvement based on the
review at pre-defined intervals.*
f) The quality improvement programme is reviewed and updated at least onceayear.
g) Audits are conducted at regular intervals as a means of continuous monitoring.*
h) There is an established process in the organisation to monitor and improve the quality of nursing
care.*

80
PSQ 3 - The organisation identifies key indicators to
monitor the structures, processes and outcomes,
which are used as tools for continual improvement.
Objective Elements
a) The organisation identifies and monitors key indicators to oversee the clinical structures,
processes and outcomes.
b) The organisation identifies and monitors the key indicators to oversee infection control activities.
c) The organisation identifies and monitors key indicators to oversee the managerial structures,
processes and outcomes.
d) The organisation identifies and monitors key indicators to oversee patient safety activities.
e) The organisation has a mechanism to capture patient reported outcome measures.
f) Verification of data is done regularly by the quality team.
g) There is a mechanism for analysis of data which results in identifying opportunities for
improvement.
h) The improvements are implemented and evaluated.
i) Feedback about care and service is communicated to staff.

81
PSQ 4 - The organisation uses appropriate
quality improvement tools for its quality
improvement activities.
Objective Elements
a) The organisation undertakes quality improvement
projects.
b) The organisation uses appropriate analytical tools for its
quality improvement activities.
c) The organisation uses appropriate statistical tools for its
d) The organisation uses appropriate managerial tools for its

82
PSQ 5 - There is an established system for
clinical audit.
Objective Elements
a) Clinical audits are performed to improve the quality of
patient care.
b) The parameters to be audited are defined by the
organisation.
c) Medical and nursing staff participate in clinical audit.
d) Patient and staff anonymity are maintained.
e) Clinical audits are documented.
f) Remedial measures are implemented.

83
PSQ 6 - The patient safety and quality
improvement programme are supported by the
management.
Objective Elements
a) The management creates a culture of safety.
b) The leaders at all levels in the organisation are aware of the intent of the patient safety
and quality improvement programme and the approach to its implementation.
c) Departmental leaders are involved in patient safety and quality improvement.
d) The management makes available adequate resources required for patient safety and
quality improvement programme.
e) Organisation earmarks adequate funds from its annual budget in this regard.
f) The management identifies organisational performance improvement targets.
g) The management uses the feedback obtained from the workforce to improve patient
safety and quality improvement programme.

84
PSQ 7 - Incidents are collected and analysed to
ensure continual quality improvement.
Objective Elements
a) The organisation implements an incident management system.*
b) The organisation has a mechanism to identify sentinel events.*
c) The organisation has established processes for analysis of incidents.
d) Corrective and preventive actions are taken based on the findings of such
analysis.
e) The organisation incorporates risks identified in the analysis of incidents
into the risk management system.
f) The organisation shall have a process for informing various stakeholders in
case of a near miss/adverse event/sentinel event.

85
Responsibilities of Management (ROM)
Ø The management of the healthcare organisation is aware of and manages all the key
components of governance.
Ø Those responsible for governance are identified and their roles defined.
Ø The standards encourage the governance of the organisation professionally and ethically. The
responsibilities of management are defined.
Ø The responsibilities of the leaders at all levels are defined.
Ø The management executes its responsibility for compliance with all applicable regulations.
Ø Leaders ensure that patient-safety and risk-management issues are an integral part of patient
care and hospital management.
Ø Note: "Responsible for Governance' refers to the governing entity of the healthcare
organisation and can exist in many configurations. For example, the owner(s), the board of
directors, or in the case of public hospitals, the respective Ministry (Health/Railways/Labour).

86
Responsibilities of Management (ROM)
ROM.1.
The organisation identifies those responsible for governance and
their roles are defined.
ROM.2. The organisation is ethically managed by the leaders.
ROM.3.
The organisation is headed by a leader who shall be responsible
for operating the organisation on a day-to-day basis.
ROM.4. The organisation displays professionalism in its functioning.
ROM.5.
Management ensures that patient-safety aspects and risk-
management issues are an integral part of patient care and
hospital management.

87
ROM 1 The organisation identifies those
responsible for governance and their roles are
defined.
Objective Elements
a) Those responsible for governance are identified, and their roles and responsibilities are defined
and documented. *
b) Those responsible for governance lay down the organisation's vision, mission and values.*
c) Those responsible for governance approve the strategic and operational plans and the
organisation's annual budget.
d) Those responsible for governance monitor and measure the performance of the organisation
against the stated mission.
e) Those responsible for governance appoint the senior leaders in the organisation.
f) Those responsible for governance support safety initiatives and quality improvement plans.
g) Those responsible for governance support the ethical management framework of the
organisation.
h) Those responsible for governance inform the public of the quality and performance of services.

88
ROM 2 - The leaders manage the organisation in
an ethical manner.
Objective Elements
a)The leaders make public the vision, mission and values of the
organisation.
b)The leaders establish the organisation's ethical management
framework. *
c)The ethical management framework includes processes for
managing issues with ethical implications, dilemmas and concerns.
d)The organisation discloses its ownership.
e)The organisation honestly portrays its affiliations and
accreditations.

89
ROM 3 - The organisation is headed by a leader
who shall be responsible for operating the
organisation on a day-to-day basis.
Objective Elements
a) The person heading the organisation has requisite and appropriate administrative
qualifications.
b) The person heading the organisation has requisite and appropriate administrative
experience.
c) The leader is responsible for and complies with the laid-down and applicable legislations,
regulations and notifications.
d) The leader appoints/participates in the recruitment of senior leadership of the
organisation who will assist in the day-to-day functioning of the organisation.
e) The leader ensures that each organisational programme, service, site or department has
effective leadership.
f) The performance of the organisation's leader is reviewed for effectiveness.

90
ROM 4 - The organisation displays
professionalism in its functioning.
Objective Elements
a) The organisation has strategic and operational plans, including long-term and short-term
goals commensurate to the organisation's vision, mission and values in consultation with
the various stakeholders.
b) The organisation coordinates the functioning with departments and external agencies
and monitors the progress in achieving the defined goals and objectives.
c) The organisation plans and budgets for its activities annually.
d) The functioning of committees is reviewed for their effectiveness.
e) The organisation documents staff rights and responsibilities. *
f) The organisation documents the service standards that are measurable and monitors
them.*
g) Systems and processes are in place for change management.

91
ROM 5 - Management ensures that patient-safety aspects
and risk-management issues are an integral part of patient
care and hospital management.
Objective Elements
a) Management ensures proactive risk management across the organisation.*
b) Management provides resources for proactive risk assessment and risk- reduction
activities.
c) Management ensures integration between quality improvement, risk management and
strategic planning within the organisation.
d) Management ensures implementation of systems for internal and external reporting of
system and process failures.*
e) Management ensures that it has a documented agreement for all outsourced services
that include service parameters.
f) Management monitors the quality of the outsourced services and improvements are
made as required.

92
Facility Management and Safety (FMS)
Ø The standards guide the provision of a safe and secure environment for patients, their families,
staff and visitors.
Ø The organisation attends to the facility, equipment, and internal physical environment for
improving patient safety and quality of services by consistently addressing issues that may arise
out of the same.
Ø The organisation does this through proactive risk analysis, safety rounds, training of staff on the
enhancement of safety and management of disasters.
Ø To ensure this, the organisation conducts regular facility inspection rounds and takes the
appropriate action to ensure safety.
Ø The organisation provides for safe water, electricity, medical gases and vacuum systems. The
organisation has a programme for medical and utility equipment management.
Ø The organisation plans for fire and non-fire emergencies within the facilities.
The organisation is a no-smoking area.
Ø The organisation safely manages hazardous materials.
The organisation works towards measures on being energy efficient.

93
Facility Management and Safety (FMS)
FMS.1. The organisation has a system in place to provide a safe and secure environment.
FMS.2.
The organisation's environment and facilities operate in a planned manner and
promotes environment-friendly measures.
FMS.3.
The organisation's environment and facilities operate to ensure the safety of patients,
their families, staff and visitors.
FMS.4.
The organisation has a programme for the facility, engineering support services and
utility system.
FMS.5. The organisation has a programme for medical equipment management.
FMS.6. The organisation has a programme for medical gases, vacuum and compressed air.
FMS.7. The organisation has plans for fire and non-fire emergencies within the facilities.

94
FMS 1 - The organisation has a system in place
to provide a safe and secure environment.
Objective Elements
a) Patient-safety devices and infrastructure are installed across the
organisation and inspected periodically.
b) The organisation has facilities for the differently-abled.
c) Facility inspection rounds to ensure safety are conducted at least
once a month.
d) Inspection reports of facility rounds are documented, and
corrective and preventive measures are undertaken.
e) Before construction, renovation and expansion of existing
hospital, risk assessment are carried out.

95
FMS 2 - The organisation's environment and
facilities operate in a planned manner and
promotes environment-friendly measures.
Objective Elements
a) Facilities and space provisions are appropriate to the scope of services.
b) As-built and updated drawings are maintained as per statutory requirements.
c) There are internal and external sign postings in the organisation in a manner
understood by the patient, families and community.
d) Potable water and electricity are available round the clock.
e) Alternate sources for electricity and water are provided as a backup for any
failure/shortage.
f) The organisation tests the functioning of these alternate sources at a predefined
frequency.
g) The organisation takes initiatives towards an energy-efficient and
environmentally friendly hospital.*

96
FMS 3 - The organisation's environment and
facilities operate to ensure the safety of patients,
their families, staff and visitors.
Objective Elements
a) Patient safety aspects in terms of structural safety of hospitals especially of critical
areas are considered while planning, design and construction of new hospitals
and re-planning, assessment, and retrofitting of existing hospitals.
b) Operational planning identifies areas which need to have extra security and
describes access to different areas in the hospital by staff, patients, and visitors.
c) The organisation conducts electrical safety audits for the facility.
d) There is a procedure which addresses the identification and disposal of material(s)
not in use in the organisation. *
e) Hazardous materials are identified and used safely within the organisation.*
f) The plan for managing spills of hazardous materials is implemented. *

97
FMS 4 - The organisation has a programme for the facility,
engineering support services and utility system.
Objective Elements
a) The organisation plans for utility and engineering equipment in accordance with its services and
strategic plan.
b) Equipment is inventoried, and proper logs are maintained as required.
c) The documented operational and maintenance (preventive and breakdown) plan is implemented. *
d) Utility equipment, are periodically inspected and calibrated (wherever applicable) for their proper
functioning.
e) Competent personnel operate, inspect, test and maintain equipment and utility systems.
f) Maintenance staff is contactable round the clock for emergency repairs.
g) Downtime for critical equipment breakdowns is monitored from reporting to inspection and
implementation of corrective actions.
h) Written guidance supports equipment replacement, identification of unwanted material and
disposal. *

98
FMS 5 - The organisation has a programme for
medical equipment management.
Objective Elements
a) The organisation plans for medical equipment in accordance with its services and
strategic plan.
b) Medical equipment is inventoried, and proper logs are maintained as required.
c) The documented operational and maintenance (preventive and breakdown) plan for
medical equipment is implemented. *
d) Medical equipment is periodically inspected and calibrated for their proper functioning.
e) Qualified and trained personnel operate and maintain medical equipment.
f) Written guidance supports medical equipment replacement and disposal. *
g) There is a monitoring of medical equipment and medical devices related to adverse
events, and compliance hazard notices on recalls. *
h) Downtime for critical equipment breakdown is monitored from reporting to inspection
and implementation of corrective actions.

99
FMS 6 - The organisation has a programme for
medical gases, vacuum and compressed air.
Objective Elements
a) Written guidance governs the implementation of procurement, handling,
storage, distribution, usage and replenishment of medical gases. *
b)Medical gases are handled, stored, distributed and used in a safe manner.
c) The procedures for medical gases address the safety issues at all levels.
d)Alternate sources for medical gases, vacuum and compressed air are
provided for, in case of failure.
e) The organisation regularly tests the functioning of these alternate sources.
f) There is an operational, inspection, testing and maintenance plan for piped
medical gas, compressed air and vacuum installation. *

100
FMS 7 - The organisation has plans for fire and
non-fire emergencies within the facilities.
Objective Elements
a)The organisation has plans and provisions for early detection,
abatement and containment of the fire, and non-fire emergencies. *
b)The organisation has a documented and displayed exit plan in case of
fire and non-fire emergencies.
c) Mock drills are held at least twice a year.
d)There is a maintenance plan for fire-related equipment and
infrastructure *
e)The organisation has a service continuity plan in case of fire and non-fire
emergencies

101
Human Resource Management (HRM)
Ø The most important resource of the organisation is its human resource. Human resources are an asset for the effective
and efficient functioning of the organisation.
Ø The management plans on identifying the right number and skill mix of staff required to render safe care to the
patients.
Ø Recruitment of staff is accomplished by having a uniform and standardised system.
Ø The organisation must orient the staff to its environment and also orient them to specific duties and responsibilities
related to their position.
Ø The organisation should plan to have an ongoing professional training/in-service education to enhance the
competencies and skills of the staff continually.
Ø A systematic and structured appraisal system must be used for staff development.
Ø The organisation uses this as an opportunity to discuss, motivate, identify gaps in the performance of the staff.
Ø The organisation promotes the physical and mental well-being of staff. A grievance handling mechanism and
disciplinary procedure should be in place.
Ø Credentialing and privileging of health-care professionals (medical, nursing and other para-clinical professional) are
done to ensure patient safety.
Ø A document containing all such personal information has to be maintained for all staff.

102
Summary of standards
Human Resource Management (HRM)
HRM.1. The organisation has a documented system of human resource planning.
HRM.2. The organisation implements a defined process for staff recruitment.
HRM.3. Staff are provided induction training at the time of joining the organisation.
HRM.4. There is an on-going programme for professional training and development of the staff.
HRM.5. Staff are appropriately trained based on their specific job description.
HRM.6. Staff are trained in safety and quality-related aspects.
HRM.7. An appraisal system for evaluating the performance of staff exists as an integral part of the human resource management process.
HRM.8. Process for disciplinary and grievance handling is defined and implemented in the organisation.
HRM.9. The organisation promotes staff well-being and addresses their health and safety needs.
HRM.10. There is documented personal information for each staff member.
HRM.11. There is a process for credentialing and privileging of medical professionals, permitted to provide patient care without supervision.
HRM.12. There is a process for credentialing and privileging of nursing professionals, permitted to provide patient care without supervision.
HRM.13.
There is a process for credentialing and privileging of para-clinical professionals, permitted to provide patient care without
supervision.

103
HRM 1 - The organisation has a documented
system of human resource planning.
Objective Elements
a) Human resource planning supports the organisation's current and future ability to
meet the care, treatment and service needs of the patient.
b) The organisation maintains an adequate number and mix of staff to meet the care,
treatment and service needs of the patient.
c) The organisation has contingency plans to manage long- and short-term workforce
shortages, including unplanned shortages.
d) The job specification and job description are defined for each category of staff. *
e) The organisation performs a background check of new staff.
f) Reporting relationships are defined for each category of staff. *
g) Exit interviews are conducted and used as a tool to improve human resource
practices.

104
HRM 2 The organisation implements a defined
process for staff recruitment.
Objective Elements
a) Written guidance governs the process of recruitment. *
b) A pre-employment medical examination is conducted on
the staff.
c) The organisation defines and implements a code of
conduct for its staff.
d) Administrative procedures for human resource
management are documented .*

105
HRM 3 - Staff are provided induction training at
the time of joining the organisation.
Objective Elements
a) Staff are provided with induction training.
b) The induction training includes orientation to the organisation's vision, mission and values.
c) The induction training includes awareness on staff rights and responsibilities and patient
rights and responsibilities.
d) The induction training includes training on safety.
e) The induction training includes training on cardio-pulmonary resuscitation for staff
providing direct patient care.
f) The induction training includes training in hospital infection prevention and control.
g) The induction training includes orientation to the service standards of the organisation.
h) The induction training includes an orientation on administrative procedures.
i) The induction training includes an orientation on relevant department/unit/
service/programme's policies and procedures.

106
HRM 4 - There is an on-going programme for
professional training and development of the staff.
Objective Elements
a) Written guidance governs training and development policy for the
staff.*
b) The organisation maintains the training record.
c) Training also occurs when job responsibilities change/new equipment
is introduced.
d) Feedback mechanisms are in place for improvement of training and
development programme.
e) Evaluation of training effectiveness is done by the organisation.
f) The organisation supports continuing professional development and
learning.

107
HRM 5 - Staff are appropriately trained based on
their specific job description.
Objective Elements
a) Staff involved in blood transfusion services are trained on the
handling of blood and blood products.
b) Staff are trained in handling vulnerable patients.
c) Staff are trained in control and restraint techniques.
d) Staff are trained in healthcare communication techniques.
e) Staff involved in direct patient care are provided training on
cardiopulmonary resuscitation periodically.
f) Staff are provided training on infection prevention and control.

108
HRM 6 - Staff are trained in safety and quality-
related aspects.
Objective Elements
a) Staff are trained on the organisation's safety programme.
b)Staff are provided training on the detection, handling, minimisation and
elimination of identified risks within the organisation's environment.
c) Staff members are made aware of procedures to follow in the event of an
incident.
d)Staff are trained in occupational safety aspects.
e) Staff are trained in the organisation's disaster management plan.
f) Staff are trained in handling fire and non-fire emergencies.
g) Staff are trained on the organisation's quality improvement programme

109
HRM 7 An appraisal system for evaluating the
performance of staff exists as an integral part of the
human resource management process.
Objective Elements
a) Performance appraisal is done for staff within the organisation.*
b) The staff are made aware of the system of appraisal at the time
of induction.
c) Performance is evaluated based on the pre-determined criteria.
d) The appraisal system is used as a tool for further development.
e) Performance appraisal is carried out at defined intervals and is
documented.

110
HRM 8 - Process for disciplinary and grievance
handling is defined and implemented in the
organisation.
Objective Elements
a) Written guidance governs disciplinary and grievance handling mechanisms.*
b) The disciplinary and grievance handling mechanism is known to all
categories of staff of the organisation.
c) The disciplinary policy and procedure are based on the principles of natural
justice.
d) The disciplinary and grievance procedure is in consonance with the
prevailing laws.
e) There is a provision for appeals in all disciplinary cases.
f) Actions are taken to redress the grievance.

111
HRM 9 - The organisation promotes staff well-being
and addresses their health and safety needs.
Objective Elements
a) Staff well-being is promoted.
b) Health problems of the staff, including occupational health hazards, are
taken care of in accordance with the organisation's policy.
c) Health checks of staff dealing with direct patient care are done at least
once a year and the findings/results are documented.
d) Organisation provides treatment to staff who sustain workplace-related
injuries.
e) The organisation has measures in place for prevention and handling
workplace violence.

112
HRM 10 - There is documented personal
information for each staff member.
Objective Elements
a)Personal files are maintained with respect to all staff, and their
confidentiality is ensured
b)The personal files contain personal information regarding the
staff's qualification, job description, verification of credentials and
health status.
c)Records of in-service training and education are contained in the
personal files.
d)Personal files contain results of all evaluations and remarks.

113
HRM 11 - There is a process for credentialing and
privileging of medical professionals, permitted to
provide patient care without supervision.
Objective Elements
a) Medical professionals permitted by law, regulation and the organisation to provide
patient care without supervision are identified.
b) The education, registration, training and experience of the identified medical
professionals are documented and updated periodically.
c) The information about medical professionals is appropriately verified when possible.
d) Medical professionals are granted privileges to admit and care for patients in consonance
with their qualification, training, experience and registration.
e) The requisite services to be provided by the medical professionals are known to them as
well as the various departments/units of the organisation.
f) Medical professionals admit and care for patients as per their privileging.

114
privileging of nursing professionals, permitted to provide
patient care without supervision
Objective Elements
a) Nursing staff permitted by law, regulation and the organisation to provide patient care
without supervision are identified.
b) The education, registration, training and experience of nursing staff are appropriately
verified, documented and updated periodically.
c) The information about the nursing staff is appropriately verified when possible.
d) Nursing staff are granted privileges in consonance with their qualification, training,
experience and registration.
e) The requisite services to be provided by the nursing staff are known to them as well as
the various departments/units of the organisation.
f) Nursing professionals care for patients as per their privileging.

115
privileging of para-clinical professionals, permitted
to provide patient care without supervision.
Objective Elements
a) Para-clinical professionals permitted by law, regulation and the organisation to
provide patient care without supervision are identified.
b) The education, registration, training and experience of para clinical
professionals are appropriately verified, documented and updated periodically.
c) Para-clinical professionals are granted privileges in consonance with their
qualification, training, experience and registration.
d) The requisite services to be provided by the para-clinical professionals are
known to them as well as the various departments/units of the organisation.
e) Para-clinical professionals care for patients as per their privileging.

116
Intent of the Chapter
Information Management System (IMS)
Ø The goal of information management in the organisation is to ensure that the right information is available to
the right person at the right time.
Ø Information management includes management of hospital information system as well as all modalities of
information communicated to staff, patients, visitors and community in general.
Ø Data and information management must be directed to meet the organisation's needs and support the
delivery of quality patient care. The information needs are provided in an authenticated, secure and accurate
manner at the right time and place.
Ø Confidentiality, integrity and security of records, data and information is maintained. Confidentiality of
protected health information is paramount and is safeguarded across all information processing, storing and
disseminating platforms.
Ø Information management also includes periodic review, revision and withdrawal of obsolete information to
avoid confusion among staff, patients and visitors.
Ø The organisation maintains a complete and accurate medical record for every patient. Various aspects of the
medical record like contents, staff authorised to make entries and retention of records are addressed
effectively by the organisation. The medical record is available for appropriate care providers. The medical
records are reviewed at regular intervals.

117
Information Management System (IMS)
IMS.1.
Information needs of the patients, visitors, staff, management and external agencies are
met.
IMS.2.
The organisation has processes in place for management and control of data and
information.
IMS.3. The patients cared for by the organisation have a complete and accurate medical record.
IMS.4. The medical record reflects the continuity of care.
IMS.5.
The organisation maintains confidentiality, integrity and security of records, data and
information.
IMS.6.
The organisation ensures availability of current and relevant documents, records, data
and information and provides for retention of the same.
IMS.7. The organisation carries out a review of medical records.

118
IMS 1 - Information needs of the patients,
visitors, staff, management and external
agencies are met.
Objective Elements
a) The organisation identifies the information needs of the patients, visitors, staff, management
external agencies and community. *
b) Identified information needs are captured and/or disseminated.
c) Information management and technology acquisitions are commensurate with the identified
information needs.
d) A maintenance plan for information technology and communication network is
implemented.
e) Contingency plan ensures continuity of information capture, integration and dissemination.
f) The organisation ensures that information resources are accurate and meet stakeholder
requirements.
g) The organisation contributes to external databases in accordance with the law and
regulations.

119
IMS 2 - The organisation has processes in place
for management and control of data and
information.
Objective Elements
a) Processes for data collection are standardised.
b) Data is analysed to meet the information needs.
c) The organisation disseminates the information in a timely and
accurate manner.
d) The organisation stores and retrieves data according to its
information needs. *
e) Clinical and managerial staff participate in selecting, integrating
and using data for meeting the information needs.

120
IMS 3 - The patients cared for by the
organisation have a complete and accurate
medical record.
Objective Elements
a) The unique identifier is assigned to the medical record.
b) The contents of the medical record are identified and
documented. *
c) The medical record provides a complete, up-to-date and
chronological account of patient care.
d) Authorised staff make the entry in the medical record. *
e) Entry in the medical record is signed, dated and timed.
f) The author of the entry can be identified.
g) The medical record has only authorised abbreviations.

121
IMS 4 - The medical record reflects the
continuity of care.
Objective Elements
a) The medical record contains information regarding reasons for admission, diagnosis and
care plan.
b) The medical record contains the details of assessments, re-assessments and
consultations.
c) The medical record contains the results of investigations and the details of the care
provided.
d) Operative and other procedures performed are incorporated in the medical record.
e) When a patient is transferred to another organisation, the medical record contains the
details of the transfer.
f) The medical record contains a copy of the discharge summary.
g) In case of death, the medical record contains a copy of the cause of death report.
h) Care providers have access to current and past medical record.

122
IMS 5 - The organisation maintains
confidentiality, integrity and security of records,
data and information.
Objective Elements
a) The organisation maintains the confidentiality of records, data and
information.*
b) The organisation maintains the integrity of records, data and information. *
c) The organisation maintains the security of records, data and information.*
d) The organisation uses developments in appropriate technology for
improving confidentiality, integrity and security.
e) The organisation discloses privileged health information as authorised by
the patient and/or as required by law.
f) Request for access to information in the medical records by
patients/physicians and other public agencies are addressed consistently.*

123
IMS 6 - The organisation ensures availability of
current and relevant documents, records, data and
information and provides for retention of the same.
Objective Elements
a) The organisation has an effective process for document
control. *
b) The organisation retains patient's clinical records, data and
information according to its requirements. *
c) The retention process provides expected confidentiality and
security.
d) The destruction of medical records, data and information are
in accordance with the written guidance.*

124
IMS 7 - The organisation carries out a
review of medical records.
Objective Elements
a)The medical records are reviewed periodically.
b)The review uses a representative sample based on statistical
principles.
c)The review is conducted by identified individuals.
d)The review of records is based on identified parameters.
e)The review process includes records of both active and discharged
patients.
f) The review points out and documents any deficiencies in records.
g)Appropriate corrective and preventive measures are undertaken

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5th ed. NABH Accreditation Standards for Hospitals April 2020

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5th ed. NABH Accreditation Standards for Hospitals April 2020